biography

“Make improvements each day... keeping work fun and effective by instilling humour, enthusiasm and great ideas...”

Helping people to deliver their best performance within IT Operations and Customer Service, with a focus on continual improvement and high performance management.

• IT Service Desks
• Deskside Assist teams
• Team collaboration and Learning
• Critical Incident Management
• Ticket swarming 
• Problem Management
• Change Management
• Customer Service
• Stakeholder Relationships
• Management Information Reporting
• Service Reviews
• Continual Service Improvement
• Knowledge Management
• Service Level Management
• Service Catalogue Management
• Event Management / NOC 24x7 support
• ITSM Applications
• ITIL process ownership
• IT Asset Management 
• Agile - running daily stand-ups.

• Masters (pDip) in Computer Science (Canterbury - University of Kent) 
• BSc in Marine Biology (Swansea Uni).

Graduate of Marine Biology and Computer Science. Early interests in Natural History, Chemistry, Geography and Biology.

Experienced in life sciences, software engineering, application support, process design, infrastructure and ITSM.

1989 - Student of Marine Biology & scuba diver.

1993 - Backpacking World Tour - seeking coral reefs, rainforests & adventure! 

1995 - Student of Computer Science.

1997 - GEC Marconi Avionics (mission critical software engineering for the Eurofighter)

1999 - BAE Systems (software engineering / dev & test) 

2001 - Accenture (App & Infrastructure support & Leading teams) 

2011 - Advanced (Managed Services) 

2013 - Partnership Assurance (Financial Services) 

2017 - SproutIT (Managed Services / Legal ) 

2018 - Hyde Group (Civic & Social)  

I've held other jobs and sidelines over the years including: Director of an apartment block, bookkeeping, web site development and Orlando vacation sales. In my teens and early 20s I earned money as a floor layer & labourer which funded my backpacking travels.